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Frequently Asked Questions

1. What’s the best way to buy pearls online?

There is so much choice when purchasing pearls, and sometimes it can be overwhelming when making a decision on the products that are right for you. There are a couple of factors to consider. Are you buying for yourself or someone else? Is it for a special occasion or for daily wear? Are you looking for something traditional or contemporary? What is your budget? Here are a few points you may want to consider.

  • Occasion
  • Pearl Quality
  • Style

At Pearl-Lang we offer our customers high-quality pearls ranging from entry level to the most luxury quality that caters for different budgets. Take a look at our pearl guide to learn about different pearl types and their value factors. This may provide you with some insight on the products you would like to purchase. For each product, you will find a summary table describing its value factors so you can easily compare one product with another.

2. Are your pearls real?

All our pearls are cultured in either freshwater or saltwater. We source our pearls directly from pearl farms and processors around the world. Each pearl has been through a strict selection process and is chosen individually for its fine quality. We do not sell imitation or fake pearls.

3. How can I be assured with the quality of your pearls?

At Pearl-Lang, every pearl has been individually chosen for its fine quality and unique beauty. We have a stringent set of criteria for our pearl selection process. Only the best pearls from the top 1% of the pearl harvest are selected for making Pearl-Lang jewellery.

We promise our customers the quality of the pearls delivered to you. We’re proud to offer a 30-day money back guarantee from the dispatch date of your order and a lifetime repair and restringing service for our pearl strands.

4. What pearl grading system do you use? Is there an industry standard pearl grading system?

We use the GIA Pearl Description System to grade our pearls. It is an objective system that has been developed by the Gemological Institute of America (GIA), an institute that is also renowned for establishing the 4C diamond grading system. The pearl description system uses seven value factors including size, shape, colour, lustre, surface, nacre quality, and matching. Please see How to Buy Pearls for more information.

There is no industry-wide standard for pearl grading. You may see some retailers using the AAA-A system or the A-D system. But the systems using letters might be misleading for consumers. You may find pearls labelled with the same grading, for example, AAA, vary significantly in quality at different retailers. Some sellers may even use terms such as “AAAA” or “AAA+”, grades that are not included in the system, to indicate the pearl quality being higher than the highest standard.  Therefore, it is important for consumers to ask retailers for the actual description of their pearl grading systems so you would know what quality of pearls you’re buying.

5. What causes the colours of cultured pearls?

Both freshwater and saltwater cultured pearls display a range of natural colours and orient. The type of host mollusc, the mollusc’s environment, the colour of the inserted mantle tissue piece, and the nacre quality are the factors that can determine different colours in cultured pearls.

6. How do I clean and store my pearls?

Clean your pearls using a soft, clean cloth dampened with warm water. Do not use any soap, brushes or jewellery cleaning products on your pearls.

The best way to store your pearls is to store them in a place that allows them to “breathe”. A jewellery pouch is great for storing pearls. You can find more tips here on How to Care for PearlsFor all our necklaces and pearl sets, we offer a complimentary satin pouch that can be used to store your pearls.

7. How can I be assured the purity of your gold and silver?

We assure our customers the purity of our gold and silver. In the UK, all jewellers selling precious metals are required to be hallmarked by an independent assay office to guarantee the precious metal content of the items. The hallmark comprises three compulsory marks: a sponsor’s mark, a fineness mark and an assay office mark. Where applicable, all of Pearl-Lang’s gold and silver pearl jewellery is hallmarked by the London Assay Office.

8. How to order and pay for an item?

We’re committed to making your shopping experience as easy as possible. Browse through our collections or jewellery types and add the products you like to the shopping cart. Once you’re happy with your selection, confirm the order details before you go through to checkout. Enter your shipping address and select your payment method. You will receive a confirmation email once you have placed your order online.

9. What forms of payment do you accept?

We accept most credit cards and debit cards including

  • MasterCard
  • Visa
  • Delta
  • Maestro credit and debit cards
  • American Express

    For your convenience, we also accept PayPal payments. Please note that we are unable to accept cash payment or cheques.

    10. Is my payment secure?

    We understand that you may be concerned about the security of online payments. Yes, it is safe to use our website.  All the online transactions on our website are processed either by Shopify or PayPal, two of the most secure online processing solutions that encrypt your card details and personal information using SSL (Secure Socket Layer) technology. No credit card or debit card details are held by Pearl-Lang. 

    11. Do you ship internationally?

    Yes, we offer international shipping on all orders free of charge. You will receive a tracking number for your order once it's dispatched. Orders over £500 are shipped via FedEx International Priority®. You can find out more information in our Delivery Policy.

    12. When will my order arrive?

    We aim to deliver your order as soon as it has been processed.

    Your order is usually dispatched by Royal Mail Special Delivery (next day) in the UK or Royal Mail International Tracked and Signed for destinations outside the UK. For orders over £500, we use FedEx International Priority®(typically 1-2 business days). Please see further details in our Delivery Policy.

    Any delays will be notified to you by email or telephone. If an item is out of stock, or cannot be supplied for any reason, we will contact you within one business day of the order being placed. In cases where we cannot fulfil your order, we will refund your card and your order will be cancelled.

    13. Is my delivery insured?

    Yes, all our deliveries are insured. You will be required to sign for your package upon delivery.

    Upon shipment, you will receive a confirmation email with a tracking number and the courier details so that you can keep track of your order status.

    14. Can I have my order delivered to a different address from the cardholder?

    Yes. We can send your order to a different address if you prefer. But we may contact you to confirm the delivery address if it’s different from your billing address. From time to time we may also carry out additional checks before dispatch to prevent fraudulent transactions. Pearl-Lang reserves the right to deliver to the cardholder address only, if requested by the card-issuing bank.

    15. Can I return my order to you? 

    We hope that you enjoy your Pearl-Lang purchase. But for any reason if you change your mind, we are happy to offer you a 30-day money back guarantee from the dispatch date of your order. 

    All items returned must be unworn and in their original condition accompanied by our dispatch paper work or Internet receipt. We cannot refund or exchange items if their tamper-proof packaging has been opened or damaged. Therefore, please do not remove any security tags or the original packaging before wearing your purchase. Refunds can only be made to the original method of payment used to purchase the item after we have received and inspected it fully. 

    Please see our Returns & Exchanges Policy for more detailed information. 

    16. Do I have to pay for the shipping of my return?

    Yes. You are responsible for all return shipping costs. Please note that all items returned to us are at your own risk until we receive them. We strongly advise you to post your return with a tracking number.

    If you are returning an item from outside the European Union, please indicate on the package “Return, No Duties” or otherwise you may face a risk of the package being returned back to you.

    17. Will my purchase be gift wrapped?

    All purchases are packed in Pearl-Lang® signature boxes. You will have an option at checkout to leave us an instruction if you require complimentary gift wrapping and gift messages.

    18. How may I contact you?

    We offer our customer support 24/7. You may contact us by email at support@pearl-lang.com or by phone, and we will reply to you within 24 hours. Alternatively, you may go to Contact Us and leave us with your message; we will call you back within 24 hours.